ISO 20000 and IT Service Training
ISO 20000 Lead Implementer (5 days)
Mastering the implementation and management of an Information Technology Service Management System (ITSMS) based on ISO 20000
This five-day intensive course enables participants to develop an expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2011. Also, the participant will master the best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000: planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the good practices of project management established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an ITSMS) and ITIL
ISO 20000 Lead Auditor (5 days)
Mastering the Audit of an Information Technology Service Management System (ITSMS) based on ISO 20000
This five-day intensive course enables participants to develop the expertise needed to audit an Information Technology Service Management System (ITSMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the knowledge and skills needed to proficiently plan and perform internal and external audits in compliance with the certification process of the ISO/IEC 20000-1:2011 standard. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to conduct an audit efficiently.
ISO 20000 Foundation (2 days)
Become acquainted with the best practices for implementing and managing an Information Technology Service Management System (ITSMS) based on ISO 20000
This course enables the participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2011, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.
ISO 20000 Introduction (1 Day)
Introduction to the implementation of an Information Technology Service Management System (ITSMS) based on ISO 20000
This one-day training enables the participants to be familiar with the basic concepts of the implementation and management of an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000-1:2011. The participant will learn the different components of an ITSMS, including the ITSMS policy, measuring performance, management’s commitment, internal audit, management review and continual improvement.